Hybrid Implementation Manager

at CurbWaste

• Job title: Implementation Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $115,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Implementation Manager overseeing onboarding lifecycle for SMB waste haulers at CurbWaste. Managing customer relationships, data migrations, and cross-functional coordination throughout the process.

Responsibilities

• Own the full onboarding lifecycle from discovery through go-live for SMB customers across CurbWaste and CurbPOS
• Lead discovery calls to understand customer workflows, pain points, and configuration requirements before onboarding begins
• Drive on-time go-lives within target cycle times and ensure onboarding milestones are completed before customers go live
• Manage customer expectations proactively across multiple concurrent SMB projects, including timeline resets and scope changes
• Lead data migrations including cleanup, transformation, import validation, and accuracy checks
• Configure multi-service-line accounts and resolve complex setup challenges for SMB customers
• Coordinate third-party integrations, accounting system connections, and scale integration as part of the onboarding process
• Deliver customer training on CurbWaste and CurbPOS workflows, reinforcing best practices and driving adoption
• Maintain strong customer satisfaction through consultative onboarding and proactive communication throughout the project
• Keep project status and milestones up to date in Planhat and communicate status proactively to internal stakeholders and customers
• Coordinate across Sales, Customer Experience, and Product to align on customer requirements and resolve blockers
• Own the handoff from Implementation to Customer Experience, ensuring the customer is fully adopted and the CX team has the context they need
• Identify when a customer is at risk of poor adoption and adjust the implementation approach before it becomes a problem
• Surface product gaps and customer feedback to the Product team based on patterns you see across implementations
• Participate in escalation processes, contribute context during code-red calls, and drive assigned follow-up actions
• Document repeatable solutions and contribute to process improvements that make onboarding more efficient
• Support Implementation Specialists by sharing approaches, modeling good customer interactions, and providing coaching

Requirements

• 3-5 years of experience in SaaS implementation, onboarding, or customer-facing project management
• Proven ability to manage multiple onboarding projects simultaneously while keeping quality high
• Strong project management skills with experience owning timelines, milestones, and customer deliverables
• Experience with data migrations, including working with messy datasets from legacy systems or manual processes
• Excellent communication skills. You can manage difficult conversations about delays, scope changes, and expectations.
• Ability to think on your feet and adapt when customer requirements shift or implementations hit roadblocks
• Comfort working cross-functionally with Sales, Customer Experience, Product, and Engineering
• Track record of driving customer outcomes, not just completing tasks
• Ability to travel up to 50% of the time

Benefits

• Competitive salary, flexible time off, and ample opportunities for learning and development
• Company-paid medical, dental, and vision coverage, plus 401k
• Be part of a diverse, inclusive, and supportive culture where individuality is celebrated